David's Bridal, Incorporated

From: *** ***Date: Sun, Sep 6, at 5:PMSubject: Revdex.com Complaint - ID #***To: "***@myRevdex.com.org" Cc: *** *** Hello,Thank you for giving David's Bridal the opportunity to respond to *** ***
*** complaintWe have thoroughly researched *** *** in store complaint, and found the following;*** *** bridesmaid, *** ***, ordered her dress at our Union, NJ location on 5/30/The dress was shipped out on 6/26/15, via UPS tracking number ***, and delivered to the customer on 6/30/Ms*** contacted our New Jersey location, and informed them the dress was received damaged, and it will be easier for her to visit our Allentown, PA location to do the exchange.Our Allentown, PA store ordered *** a replacement dress on 7/1/Dress was received in our store on 7/24/15, and we notify *** via email the dress has arrivedOn 7/26/15, *** came in to try on the replacement dress, and it was damaged as wellThe store placed another order for a replacement dress, which arrived in the store on 7/30/Store called ***, and informed the dress arrived, and she can come to pick up the dress***, pick up the dress on 8/9/15.Finally, David’s Bridal has provided a $discount to the ***We will not be providing any further discount. Thank you,*** ***, Mgr.*** ***, Supervisor

September 30, Thank you for the opportunity to respond to the concerns of customer, *** *** ***, from ***, CA store
12.222222328186px;">We apologize to *** *** for any misunderstanding in reference to our ordering processWhen a customer orders merchandise with David's Bridal depending on the style/color, the arrival date can vary from to weeks to arrive in storeOur store did have the bridesmaid's style available in different styles and colors for our customer's party to try on, however that particular color our customer wanted to order the style in required a full week order timeWhen *** ***'s bridesmaids went to the store on 8/10/to order style *** Sangria they did not have the required full weeks needed to order that particular color before the 10/18/event dateUnfortunately, due to order time constraints we are unable to acquire this style in Sangria in time for *** ***'s eventOur store would be happy to help our customer select a bridesmaid style and color that can be orderedin time for her eventAs a courtesy we would like to offer our customer a free Wedding Gown Preservation Kit, so she can have her gown cleaned and preserved after her weddingWe ask *** *** to please accept our apologies along with this preservation kit in reference to this issueIf possible we ask our customer to please contact us at hpr earliest convenience with the address she would like us to ship the preservation kitPlease accept our apologies and know that we that this issue and all customer feedback very seriously.Yours truly,Patricia H
Ecommerce Manager

Hello,
Thank you for the opportunity to respond to your concerns
We apologize for the inconvenienceBelow you will find the research for your
concern
On, 5/2/15, you placed your orderOn
5/12/15, order
shippedOn 5/14/15, order was deliveredOn 5/14/15, we received a phone call from
you, stating the item was received damaged, that the event is within two weeks,
you requested for a refund, and you will purchase from our storeWe created a ***
return label with the tracking number ***, and you will receive
an emailed from *** with the informationWe informed you that once we see
motion on the package we will processes the refundHowever, there was no
motion on the package
On 5/18/15, we called you and left you a message asking if
you have returned the package so that we can processes the refundWe did not receive
a response
On 6/3/15, you called back stating again you received a
damaged dressWe informed you we did not have stock to send you a replacement
We created another *** return label with the tracking number ***
You asked us how long it will be to receive you refundWe explained to you
once it is received at the warehouse it can take between 7-business days to
processes the returnYou have indicated to the agent that you will call back
once the dress was delivered, so that we can process the refund quicker
Unfortunately, you did not mention you spoke to a prior agent, and they
informed you they will expedite the refund process
You placed a new order on 6/3/15, with the order # ***
We upgraded the shipping method to next day shipping, at no extra fee to you as
a service gesture
On 6/4/15, you called
us to inform us the warehouse has received the return packageWe informed you
it can take 7-business days to process a return, and we will not be able to
expedite the refundAgain, you did not mention you spoke to a prior agent, and
they informed you they will expedite the refund process sooner
On 6/17/15, you called about the status of your refund
Agent sent information to our warehouse to processes your return
On 6/18/15, your return order was processed, and the refund
was sent to your credit card providerOur system automatically sent you an
email, to the email address ***@***.com,
which is on your orderThis email informed you that we processed your return,
and the refund is going back to the credit card that was used on the order
On 6/19/15, you called stating you are upset because you did
not receive the refundAgent informed you we processed the return on 6/18/15,
and you will need to contact your financial institution about how long it will
take them to processesYou requested for some kind of compensationAgent
offered 10% off your next order or current ordersYou requested to speak with
someone in the management team
On 6/21/15, a manager called you back, and apologize for the
inconvenienceManager explained to you the processes to our return policy
Manager informed your return has been processed to your account with the
transaction number ***We also offered the 10% off on your
next order or current ordersYou declinedUnfortunately, we can only honor
the 10% off on your next order or for the two current order # *** and
***
Again, we apologize for the inconvenience this has caused
you
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

Good Afternoon ***, I am reviewing the site and see the above customer *** *** is listed as “Closed Not Resolved”. The customer was refunded in full for the dress and the alterations back in November. I actually called the customer today and she confirmed the refund was received. Can you please be sure to update our site to ensure this is correct? Thanks for your help! Cindy

7/20/16Dear Revdex.com,Please give me the opportunity to research this order. I apologize for all the challenges *** *** has experienced.I will get back to you as soon as I can.Thank you for your patience in this matter.Nancy F*David's Bridal, Contact Center

1/10/17I apologize for the lateness of this email. I have been out sick, since Christmas and have just returned.Please let me do my research and I will get back to you as soon as possible.Thank You,Nancy

September 25, Dear *** ***:
Thank you for the opportunity to respond to the concerns of *** *** *** on behalf of our customer,
*** *** *** from our *** ***, TX store*** *** wedding gown was received in the store on 7/11/a pick up email was sent out to the email address provided to us by our customer, *** the 1st on 7/12/at 7:56am and a 2nd reminder pick up email was sent out on 7/18/at 7:57amOur store spoke to *** *** on 10/16/in reference to the wedding gown*** *** did not contact our store again until June, 2014, wanting to pick up *** *** wedding gown, the gown had been received in the store since 7/11/13, with a documented event date of 5/4/David's Bridal is not responsible for merchandise that is not picked up within days after the documented event date this information is stated on all our customers purchase receiptsAs a onetime customer courtesy, David's Bridal will replace *** *** wedding gown Style *** soft White Size 10.Based on the above information I believe we were able to address all of *** ***'s concerns to her satisfactionPlease feel free to contact me if you have any further questions.Very truly yours,Deborah V
Corporate Area Customer Service Manager

From: Nancy F*Date: Thu, Apr 27, at 10:AMSubject: Revdex.com of Metro Washington DC & Eastern Pennsylvania complaint #*** ***To: "***@myRevdex.com.org" Cc: "***@***.com" Dear ***
***: Listed below is the address where the check will be sent. It is going out on Monday overnight. I apologize for this inconvenience. When a customer pays in cash or check we have to do the refund by check. Especially, in such a large amount. Again, we are sorry that we were not able to fill your order in a timely manner. Please be on the lookout for the check on Tuesday. Thank you for your patience in this matter. Sincerely, Nancy, David’s Bridal, Contact Center *** *** *** *** ** *** * SAINT ANN , MO *** ***

2/28/17I apologize, but we did take care of this issue , please see below. I did reply to you on 2/and 2/21. On 2/my email stated that we would do the size exchange, (listed below), and give her the price adjustment.We have done everything the customer requested.Please let
me know if I can be of any further service.Sincerely,Nancy, David's Bridal, Contact Center
*** *** - BR
Picked Up (in #***)
Qty:
Department:
Style: *** IVORY
Color: IVORY
Size:
*** *** - BR
Returned (in #***) (in #***)
Qty:
Department:
Style: *** IVORY
Color: IVORY
Size:

I made several attempts to reach *** *** regarding his Revdex.com complaintThe message I left on 12/15/asked the wedding planner to contact me directlyTo date, no return call was made to my office
However, *** *** contacted the store at which the gown was purchasedThe store staff asked *** *** to have *** ***; the bride, call and set up a time to bring the gown into the store and meet with the Store ManagerPlease see the stores notes belowThe store is willing to work with the customer and offer 20%, however before any compensation is made, the customer must bring the gown into the store for review

This is the company's final position.
Unfortunately, due to the time that passed since the
customer made her purchase. David's
Bridal has an “All Sales are Final” policy, which is consistent with the
industry standard in the bridal and special occasion business. This statement is printed on the purchase
receipt, garment hangtags, it is stated on the signage at our cash wrap counter
and on our website There are rare
occasions when we make an exception and issue a store credit. Our ability to do this based on several
factors, one being the timeframe between purchases and the customer’s request
According to our records, the merchandise was paid for
February 11, and taken home on March 4, Due to the length of time
that has passed, we are unable to accommodate the customer’s request to return the merchandise. The customer may want to consider placing an
ad in the newspaper, taking the merchandise to a consignment shop or listing it
on line

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me now that we have received the refund
Regards,
*** ***

Revdex.com
Metro Washington DC, and Easter
Pennsylvania
K StNW, 10th Floor
Washington,
DC 20005-
ATTN: *** ***
Case#***
Dear
Ms***:
Thank
you for the opportunity to respond to the concerns of our customer,
Ms*** ***
***
I
have spoken to her on 5/and 5/3, regarding her purchases with David’s Bridal
I
have researched her two recent purchases.
In regards to her shoes, the store did do a refund, and charged her
for the new pair. They did not
charge her for the actual dyeing of the shoes.
Again, we apologize for this inconvenience
We
have contacted the buyers concerning getting her a new dress in a petite
size. We are able to get it by
7/9/2016. The store has done this
exchange in the system. When the new
dress comes in, we will do the exchange for the petite dress
I
called Ms***, and she is pleased with the results
If
I may be of any further assistance, please let me know
Sincerely,
Nancy
F*, Customer Service
Phone
: ###-###-####
Email: ***

Hello,
We apologize
for the inconvenienceWe have researched this matter further for youOur system
shows your return has been processed and your account has been refunded the cost
of this item, $on
7/20/
Please note that it may take up to 24hrs for your order to update with
the return status informationOnce the system updates, you will be e-mailed an
automated response confirming your return credit has been processed as well as
the refund amountAlso, it may take your credit card provider two to five
business days to approve the credit on their side
Thank you,
Patricia H***, Mgr
Marisa R***, Supervisor
Customer Service at David’s Bridal

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
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I went with my sister in law to buy her dress and we were going to have it shipped to her house but the associate advised against it so we decided to pick it up in the storeAbout a month later it was dropped off at her house in GAThe associate guessed her size which the final dress ended up being huge on herWhen she called they told her all sales were final and it was her issue to deal withI will NEVER recommend David's Bridal to anybody and I will make sure to tell all of my friends not to waste their time thereVery poor customer service

From: Marisa R***Date: Wed, May 27, at 8:PMSubject: Revdex.com Complaint - ID # *** - *** *** ***To: "***@myRevdex.com.org" Cc: Patricia H*** Hello, We apologize for the inconvenienceIn further researching the matter, our records show the customer was refund was processed to her credit card on 5/12/15, with the transaction number On 5/12/15, this information was emailed to the customerAgain, we apologize for this inconvenience. Thank you, Patricia H***, Mgr. Marisa R***, Supervisor Customer Service at David’s Bridal

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]I do not accept the response from David's Bridal because it does not solve the problem They offered to help "find" a dress which would not be the dress she ordered or the one she is supposed to wear for my wedding I originally did not want to use David's Bridal because the customer service and quality is always subpar I will never use David's Bridal again, especially when there are other places like AzazieThanks to David's Bridal mistake I was able to find this site where my bridesmaids ordered dresses that fit perfectly and arrived in less than a month David's Bridal has lost a customer forever and I will adamantly not support them to other brides and bridal sites
Complaint: ***I am rejecting this response because:Regards,
*** ***

1/16/17Dear *** ***:Thank you for giving me the opportunity to respond to *** ***'s complaint. I have sent an email to the store about this refund, and waiting for them to respond to me about this order. I will get back to you as soon as possible.I apologize I have not responded
sooner, but I have been out sick.Thank you for your patience in this matter. Nancy, David's Bridal, Contact Center

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting
the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
I received and email stating that I will receive a refund check and to this date, I have not
Regards,
*** ***